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1053 results found

  1. Customizing Webchat requires editing CSS and HTML code. Many customers will not have this capability and the lack of a preview limits the ability to make changes without a lot of experience with CSS and HTML

    3 votes

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  2. There are 2 places where an admin can create an email template: Voice and Digital. Voice provides a basic UI to pre-fill fields like From, To, & Subject and use Tags. Digital requires editing HTML code with an extra step to submit it for preview. The Voice email templates appears to be tied to outbound dialer campaigns. This feature should be consolidated into a single UI.

    2 votes

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  3. It is not very clear how to use Messaging Visual Library elements in a channel.

    3 votes

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  4. Currently Edge is not supported. Request to have it officially supported.

    14 votes

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  5. The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.

    11 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. When a user's Engage voice application goes to RNA State, the call is offered and answered by a different agent. The system will have the recording shared with both of the agents. The customer would like the recording to be saved to a specific user who answered the call to avoid having issues with Inbound Call Detail Report.

    1 vote

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    0 comments  ·  RingCX  ·  Admin →
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  7. Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app makes sense for ease of use on the end users side of things. Getting the max client and ringcentral clients confused and when to use which client is an issue sometimes.

    3 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  8. Reporter - Gauri Karnik gkarnik@accurate.comCumulative report for all team members. Each team member’s name must be selected and view their call logs.It reflects only 20 calls per page for each user.We cannot export the report in excel from ring central and need to copy the details from every page (20 per page) for all team members.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  9. When leads go into a PENDING-ERR state, the system should put them back into a READY state. This would help minimize slowness on the dialer and make sure those leads are not forgotten.

    6 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  10. User ID: 62380350023This customer wants to view the phone numbers that have not been used for at least 60 days to check if they can remove/cancel the phone numbers from the account. He wants to view it on the logs/reports instead of manually searching for the phone number.

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  11. It would be helpful to have automatic agent-specific audio playback/greeting on voice call connections (e.g. mandatory announcement for compliance when collecting on a debt.)

    2 votes

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  12. Automated exports only support SFTP as a destination for exports, Request is for a parallel capability to the Voice Recordings Delivery feature where SFTP and AWS S3 is supported.

    3 votes

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  13. There should be a check in the UI to prevent stuck voice calls in the Agent's UI because no disposition was configured. It's possible to configure a Voice queue without any disposition or no Agent Script. Since there's no way to disposition the call, it appears "stuck" in the Agent UI where there's no way to clear it after the call ends. It's possible that the agent won't be able take new calls.

    2 votes

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  14. 2 votes

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    Planned  ·  0 comments  ·  RingCX  ·  Admin →
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  15. We Would Like To Be Able To Send Faxes Out By Just Tying A Message In The Body Of Our Email When Using "Email To Fax" And Without Having To Attach A File Such As PDF. The Body of The Email Should Just be The First Page. We Send Out Alot Of 1 Page Emails Which Needs To Be 1 Page Fax And Do Not Want To Turn Everything Into A File

    2 votes

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    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  16. Currently when calls from customers are transferred from RC MVP to our RingCentral (Nice) contact centre, the customers number is replaced with the transferrers RC number. Please can an option be enabled to pass through the original callers number when Transferring calls. We use various lookups based on the calling number so this option would be very beneficial and avoid confusion on who is calling in

    21 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  17. Recently we had a situation in which a dedicated agent working a channel had retired and the manager over that channel neglected to assign a replacement agent to take it over. This resulted in any message entering the system on that channel being immediately removed from routing mode and put into an "undelivered" queue so that when we did figure out this was happening and added an agent to that category none of the past messages would deliver to them. We attempted to build a Custom Notification to alert us to this situation happening in the future, but there is…

    1 vote

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  18. It is very difficult on Engage Digital to determine which agents are assigned to a Category. You have the ability to look up a specific agent within the admin settings and see which categories they are assigned to, but there is not the reverse of that scenario where you can look up a specific category and see who is assigned to it. This would be very helpful from a management perspective.

    2 votes

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  19. Goal is to have a button to view the card when hovering over the hidden button area when a message thread is visible.

    2 votes

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  20. There are a few things that would make this feature easier to use.
    1. When you drop the list down, there isn't a complete list of MVP users with presence. This is required if an agent is on an active interaction and needs a quick response.
    2. when the expert replies, the agent gets no notification in the RingCX Agent Interface and the agent has to use the MVP app to see the response.

    3 votes

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